Disappointing Customer Service

[ZSP]

I am sad...and mad.

I purchased my Kindle DX ($489) in early August, 2009...loved it and loaded it with a ton of books.  The following July, 2010, I took it out of the protective case to read for a couple of hours and the screen had multiple horizontal and vertical lines, some wide, some narrow, criss crossing the screen.  I called CS right away and they weren't able to help but sent me a reconditioned DX within days...with the warning that the warranty would extend no longer than the original one, meaning the replacement would be covered for about three weeks.

The replacement lasted for 3 months and died.  Kindle/Amazon will do nothing...but send another reconditioned one for a $189 "service fee."  Later that day, I spoke with a manager/supervisor and even contacted corporate - no satisfaction.

Let me add...I am a mature woman, empty nester and take very good care of my toys.  Both Kindles were in protective covers, never used by anyone but me.  I'd never, ever, bumped, dropped or done anything to cause damage.  How could I be so unlucky to get two lemons?

I loathe to spend another dime with Kindle/Amazon BUT, I loved my Kindle(s) for as long as they worked. I live in a climate that allows me to spend most of my time outdoors and love that feature of the Kindle.  Yes, I can read the 300 yet unread books on my MacBook or IPod but the glare kills my eyes after 30 minutes or so.  The no glare was why I chose the Kindle. 

I am tempted to buy the latest 6" for $139 but part of me just refuses to give them another penny.  Any comments and/or advice?

[Bowtome]

I personally think they have done well by you.

If I was you I would just buy a new one. Yes it is annoying, but sometimes in life, things like this happen.

I had a ps3 that failed after 1.5 years, I could get it fixed by sony for £150, I couldn't be bothered with waiting for me to ship it, then receive it 5 weeks later. So I paid £250 for a new one.

Plus you also get a new updated version.

As nike say "Just do it"

[RiddleMeThis]

I agree. I personally think they did what they were supposed to/could do. They honored their warranty to you. And offered you a fairly substantial discount on 3rd one. WAY more than any other company I've heard of IMO.

[kisrita]

I also had to call Kindle customer service due to one of mine developing a vertical line across the screen. This was a Kindle 3 wifi, purchased in November 2009. I thougth CS was extremely helpful in my situation. They were very pleasant, apologized for the issue I was having, and overnighted a new Kindle 3 wifi to a different address (per my request). I mentioned that one of the keys had also faded, and they said that alone would have qualified it to be exchanged. It was only the 'back' key, and I wouldn't have bothered to exchange it for that, since that Kindle belongs to someone who plays scrable on it almost non-stop.

My Kindle 3G purchased in September is still working perfectly. So is my Kindle 2 that I gave to my secretary who loved it so much that she ended up buying two Kindle 3s for her family for Christmas - no issues with those either. No issues so far with the other three Kindles that another three people purchased after they saw mine. So I'm confident that the one damaged Kindle was a result of either bad luck, or the really heavy use.

Slightly off topic, but it's too funny not to mention: this Kindle that is being used so much, belongs to someone who insisted that she would never use an electronic reader, because she just  loved the smell and feel of 'real books'. She really did NOT want a Kindle. But I wouldn't believe she would not love such a great device and bought her one anyway. And since she's addicted to scrabble, she started using it anyway. It did take her a couple months of playing scrabble on it to convince her to start using it as a reader as well, but she is now reading her third book on it. So to all those friends of yours who insist that they will never use an e-reader: just give them one and see them change their minds! 

[LauraB]

Kindle 3's werent around yet in 09. Did u mean kindle 2 or is it just a typo (I make a lot of those  )

[kisrita]

Kindle 3's werent around yet in 09. Did u mean kindle 2 or is it just a typo (I make a lot of those  )

oops-you're right; I meant to say November 2010! Time flies by so fast I can't keep the years straight anymore! 

[Elk]

Sorry to hear that your refurbished DX died.

You received superb customer service.  It isn't often one can buy a replacement product after a year-long warranty has expired for a substantial discount.  What in the world do you think you are entitled to under the circumstances?

I suggest deciding whether you like the larger form factor or not.  Then either take Amazon up on its refurbished DX offer or buy a K3.

[s0nicfreak]

It sucks that your Kindle is broken, but Amazon has already done more for you than most companies would. They are under no obligation to do anything at this point, yet they are offering you a nice discount.

Did you use the same (or the same type of) protective case for both? Many people have had problems with several Kindles and eventually realize that the case is causing the problem.

[Arkali]

I'm really sorry that your Kindle is broken, but... how is Amazon's CS at fault?  The Kindle is under warranty for a year.  They replaced it.  I get why they don't extend the warranty with a replacement - they'd have people sending their Kindles back at month 11 every year.  Yes, it sucks that your replacement conked out after 3 months.  But still, this isn't a failing of Amazon's Customer Service.

[Ann in Arlington]

I have to agree that them offering you a DX for $189, even refurbished, is above and beyond.  So sorry you've had troubles.

[southerntype]

Not trying to hijack this thread.  I just have a related question.  Is the warranty on all new k3s one year?  Because the case on mine has had some give on the right side since it arrived.  It silently creaks when I go to turn the page.  I just don't want to send it back and I really can't be without it until May.  Since I got it in September, could I send it back in May for the sqeaky-creaky case issue?

Regarding the original post--I completely feel your pain.  You dropped $500 on the device, you've given them oodles of money from buying books, and they don't just replace it?  I'd be annoyed too.  If I were you, I'd go to a new K3 with a new warranty.  Keep the DX and see what you can do with it.  Have you considered that it might be content that's causing the line in the screen?  I know it's unlikely as it sounds like a hardware issue, but you might want to try wiping the kindle and then reloading books only as you read them, and see if the line gets any better.  Good luck.  

[Ann in Arlington]

Not trying to hijack this thread.  I just have a related question.  Is the warranty on all new k3s one year?  Because the case on mine has had some give on the right side since it arrived.  It silently creaks when I go to turn the page.  I just don't want to send it back and I really can't be without it until May.  Since I got it in September, could I send it back in May for the sqeaky-creaky case issue?

Kindles have a 1 year warranty.  You can buy an extended warranty from Amazon -- takes it to 2 years I think and includes one "oops".  Or from a third party which may take it to 3 years.  Within 1 year you always want to go to Amazon first for warranty issues. 

When you contact Kindle CS (www.amazon.com/kindlesupport) about a problem with your Kindle, they'll offer a replacement.  Though if it's a software issue there are usually some diagnostics they can walk you through and/or run remotely first.

If you're within the first 30 days, the replacement will normally be a new unit.  After that it may be a refurbished unit.  What they generally do is send the replacement right away with a return shipping document and you have to return the bad one within 30 days.  If you fail to return the original one, they'll bill you for the replacement.

[pidgeon92]

The replacement lasted for 3 months and died. 

I'm curious. What is wrong with this Kindle?

[kidat42]

That's a bummer that your DX and its replacement both died.  Personally, I'd wait to see if Amazon either drops the price on the current DX or releases a new model before purchasing again.  With the drop in price of the standard Kindle, the DX shouldn't be too far behind (hopefully).

[spotsmom]

First of all, I'm sorry that you're having to go through this.  Like the others, I think Kindle has done you right (I know that's horrible English...).  I had a Canon camera that I accidentally dropped at the edge of a lake and it got slightly wet.  Went TU.  Wrote to Canon, and they offered me a great deal (loyalty program) on a refurb.  I came out better than before!  Anyway, I too suggest you decide which format you like better.  If you like the bigger format, why not go for an iPad?  I think that $189 for a refurb is a great price.

On another issue that came up in one of these posts, I highly recommend Square Trade Warranties for the extended Kindle warranty.  About half the price, and their customer service is outstanding!

Good luck!

[Marguerite]

I had a lot of problems with my K1.  It turns out that if you rebooted that model you had to have it plugged into the wall.  Nobody told me that.  It worked to reboot it but then it would get those nasty lines that you are talking about.  I Hate those lines.  I hope that you give it another shot.

[Aahzmandus]

Interesting, no replies from the thread starter after noone agreed with her initial statement.

Neither do I.

CS did more than enough, and as much as I can sympathise with the loss of a Kindle, the CS has done nothing wrong.

[daveconifer]

What I want to know, ZSP, is what gods have you irritated enough for two of these things to break down.  Who has that kind of luck?  Hang in there!

[vermontcathy]

If you're potentially interested in the smaller K3, perhaps Amazon would give you a discount towards one, rather than giving you a discount off of a refurbished DX. It wouldn't hurt to ask.

[ProfCrash]

I would pay the $189 and get myself a new DXG.

[NYCKindleFan]

You got great customer service! I'm sorry you cracked the screen on your first DX.  What happened to the other one? I don't think you got lemons at all. The screens, especially ones as large as the DX's, tend to be fragile.

[smmark]

I agree with what the above posters said. You got great customer service and they are under no obligation to replace your dead one. Thing's break and things die which is a sad fact gizmos. New ones are not that expensive.